[VI] Julia Laars

Hello,

About channel switching logic in the ticket composer – Zendesk help

Announcing a logic improvement for the “Public by default” ticket setting (coming soon) – Zendesk help

about “Channel switching logic for email and other ticket types”:

It is very annoying and time-consuming for us that the default composer is internal if the ticket only has internal notes. Especially for manually created tickets, it is logical that you want to send an answer to the customer at some point. 

Why doesn't the default setting that we have set in our admin settings apply here?

Why do you make this exception for internal notes?

Why is there an additional pop-up, even more time-consuming, when we want to send a public reply now? Please turn this off again.

Can you please add a setting (tickbox) for each instance to decide this setting by themselves instead of having it prescribed?

Thanks, Julia

Hello,

about “Channel switching logic for email and other ticket types”:

It is very annoying and time-consuming for us that the default composer is internal if the ticket only has internal notes. Especially for manually created tickets, it is logical that you want to send an answer to the customer at some point. 

Why doesn't the default setting that we have set in our admin settings apply here?

Why do you make this exception for internal notes?

Why is there an additional pop-up, even more time-consuming, when we want to send a public reply now?

Can you please add a setting (tickbox) for each instance to decide this setting by themselves instead of having it prescribed?

Thanks, Julia

Hello,

we also do need this feature.

We connected multiple e-mail addresses to Zendesk and routing them to a specific group with a specific prio by the condition "received at".

Unfortunately all the e-mails send TO a seller/sales person but with our Cutomer Service in CC are routed to the wrong group of agents in Zendesk.

We're having a lot of use cases within our 13 brands where customers sending something to the Customer Service in CC. All of these emails are currently falling out of routing triggers, making Zendesk useless.

Please add a feature to solve this.

Agree, please bring back the numbers!

With the numbers it was more easier to navigate through a view.

AND please inform us beforehand when something change for the daily agent work!!! We need to prepare the agents for this kind of changes.

Agreed! Why is this not possible to put the Hyperlink such as in E-Mail Tickets?

Can you please adjust this!

+1

"Can't: Be used as conditions in business rules: For example, you can't create a trigger that emails the agent assigned to the ticket when a user who is a light agent comments on it." (Understanding and setting light agent permissions – Zendesk help)

This is exactly what we want to do. It doesn't make any sense that this is not possible as you can select any other agents.

We need this please!

Please see the improvement here and fix it somehow!

Seeing the last 100 ticket updates from your ticket on the dashboard is not useful at all. This could be tickets from last week but also tickets from half a year, which you don't need at all.

Agents lose track of what they have checked already, what they have to check again or what is closed already.

It should be possible to edit in your account how long this notifications are visible to agents.

Some ideas:

• let the agent manually remove the notification if they like
• remove notification after the ticket status is closed
• remove notifications after a certain time/time since viewed (editable in admin settings per account)

same: Remove dashboard updates once ticket is viewed – Zendesk help

Seeing the last 100 ticket updates from your ticket on the dashboard is not useful at all. This could be tickets from last week but also tickets from half a year, which you don't need at all.

Agents lose track of what they have checked already, what they have to check again or what is closed already.

It should be possible to edit in your account how long this notifications are visible to agents.

Some ideas:

• let the agent manually remove the notification if they like
• remove notification after the ticket status is closed
• remove notifications after a certain time/time since viewed (editable in admin settings per account)

The displayed date the agent works within a ticket should always shown the exact date and time.

Or at least it should be editable how you want to shown this in your zendesk instance/account. Right now, it is not uniform and leads to confusion.

In some cases our agents have to copy the date of the request in another system. If the ticket is not older than 7 days they cannot just copy-paste it from zendesk. They have to check the calendar to see what the date was, e.g. last Friday, or mouse over the zendesk weekday. But then they have to type it manually and lose time.